Training and Knowledge Manager, PHIEA

THE POSITION

Are you a training and knowledge management leader who knows how to turn complex information into clear, useful learning and resources? Pennie® is looking for a Training and Knowledge Manager to lead training and knowledge management for our fully remote Contact Center workforce.

In this newly created role, you will lead a team of training and documentation professionals, shape how our customer-facing teams learn, and help ensure the information they rely on is accurate, complete, and easy to use.

You will play an important role in preparing our teams for Open Enrollment and throughout the year - helping employees build the knowledge they need to confidently serve Pennsylvanians.

If you enjoy developing people, improving how employees learn, and making complex information easier to understand, we want to hear from you!

DESCRIPTION OF WORK

As the Training and Knowledge Manager, you will lead Pennie’s operational training and knowledge management programs for our fully remote Contact Center workforce. You will help make sure our employees have the training, tools, and information they need to confidently serve Pennsylvanians.

In this role, you will:

• Lead and develop our people and training programs. You will coach and guide a team of training and knowledge management professionals while overseeing new-hire onboarding, ongoing professional development, system and compliance training, virtual instructor-led training, self-paced learning, and Open Enrollment readiness.
• Keep our knowledge accurate, useful, and current. You will lead Pennie’s Contact Center Knowledge Management Program and work closely with Policy, IT, HR, and other teams to make sure regulatory, policy, system, and process changes are reflected accurately in training and knowledge resources. The content your team manages will also help create a consistent foundation for information shared across Pennie’s consumer-facing channels.
• Make sure our learning works. You will shape virtual learning for our remote workforce, manage LMS content and learning records, and use assessments, quality findings, performance data, and feedback to identify knowledge gaps and improve curriculum and learning resources.

Your work will help ensure our customer service representatives develop and retain strong program knowledge and have clear, accurate information they can rely on when helping consumers.

We’re looking for an adaptable, collaborative leader who can manage competing priorities, develop others, and build strong relationships across teams.

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:00am to 4:30pm, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) full-time. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg.
• Salary: In most cases, the salary for Pennie positions will start at the beginning of the posted salary range and may be non-negotiable.

You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

QUALIFICATIONS

Organizational or Location Restrictions:

• This posting is restricted to Commonwealth employees only.

Minimum Experience and Training Requirements:

• Five years of professional experience in training and development, learning and development, organizational development, knowledge management, content governance, training program management, contact center operations, or a closely related field, including professional experience developing, implementing, or managing employee training, learning and development, or workforce development programs; and
• A bachelor’s degree (or an equivalent combination of education and experience in lieu of a bachelor’s degree)

Additional Requirements: 

• You must have professional experience leading or supervising professional staff, including coaching and performance management.
• You must have professional experience developing curricula for adult learners using adult learning and instructional design principles.
• You must have professional experience developing, delivering, or managing virtual instructor-led training programs.
• You must have professional experience administering or managing training content within a learning management system (LMS).
• You must have professional experience developing, managing, or providing oversight of knowledge management, content governance, or a comparable content-management function.
• You must currently reside in or be willing to relocate to Pennsylvania for the duration of your employment.
• You must be able to perform all essential job functions as listed below:
  • Communicate effectively verbally and in writing.
  • Translate complex regulatory requirements and operational policies into clear reference and training materials including learning resources and knowledge artifacts.
  • Supervise a team and maintain effective working relationships. 
  • Use Articulate, the Commonwealth LMS, MS Forms, and other tools available to develop operational trainings.
  • Use standard office equipment and computer software such as a laptop, MS Teams, and MS Office suite.
  • Analyze, organize, and record data and data reports to make recommendations for best practices and identify learning opportunities.
  • Handle multiple assignments with conflicting priorities or demands.
  • Maintain accurate transcripts and records of individual employee training completion, assessment scores, and knowledge retention metrics.
  • Facilitate workshops, simulations, and interactive learning exercises to reinforce training concepts.
  • Occasionally travel to headquarters office to attend or conduct meetings, trainings, summits, and/or conferences.

Preferred Qualifications (not required)

• Experience developing or managing training programs for a remote, high-volume operational workforce, such as contact center, healthcare, insurance, financial services, or government operations.
• Experience developing or overseeing asynchronous, self-paced, or eLearning content.
• Experience managing or governing core program content used across multiple consumer-facing channels, such as contact centers, websites, training programs, or self-service tools.
• Experience with Affordable Care Act (ACA) federal- or state-based exchanges and/or Medicaid programs.

EXAMINATION INFORMATION

How to Apply:

• Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.

Failure to comply with the above application requirements may eliminate you from consideration for this position.

All application materials and interview responses must reflect the applicant’s own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

Veterans:

• Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date. 

Pennie® is an equal employment opportunity employer and is committed to a diverse workforce. Pennie values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. Pennie does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.

Benefits

Learn more about our Total Rewards by watching this short video!

See the total value of your benefits package by exploring our benefits calculator.

Health & Wellness

We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*

Compensation & Financial Planning
We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options. 

Work/Life Balance
We know there’s more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.* 

Values and Culture
We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.

Employee Perks
Sometimes, it is the little “extras” that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.

For more information on all of these Total Rewards benefits, please visit www.employment.pa.gov and click on the benefits box.

*Eligibility rules apply.

Supplemental Questions

01

This job posting (I-2026-55998) is restricted to Commonwealth employees only. Are you a current Commonwealth employee?

• Yes
• No

02

Do you have five years of professional experience in training and development, learning and development, organizational development, knowledge management, content governance, training program management, contact center operations, or a related field, including experience developing, implementing, or managing employee training, learning and development, or workforce development programs?

• Yes
• No

03

If you answered "Yes" to Question 2, list each employer where you gained the qualifying experience described above. For each employer listed, describe your duties in the corresponding Work Experience section of your application and include examples of your experience developing, implementing, or managing employee training, learning and development, or workforce development programs. Your responses will be used to determine whether you meet the minimum experience requirement. If you do not have this experience, enter N/A.

04

Do you have a conferred bachelor's degree? If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted. If your education was acquired outside of the United States, you must upload a copy of your foreign credential evaluation report. We can only accept foreign credential evaluations from organizations that are members of the National Association of Credential Services (NACES). A list of current NACES members can be found at NACES.org/members.

• Yes
• Some college credits
• No

05

Additional Requirement: Do you have professional experience leading or supervising professional staff, including coaching and performance management?

• Yes
• No

06

If you answered "Yes" to Question 5, list each employer where you gained this experience. For each employer listed, describe your duties in the corresponding Work Experience section of your application and include examples of your experience leading or supervising professional staff, including coaching and performance management. Your responses will be used to determine whether you meet this additional requirement. If you do not have this experience, enter N/A.

07

Additional Requirement: Do you have professional experience developing curricula for adult learners using adult learning and instructional design principles?

• Yes
• No

08

If you answered "Yes" to Question 7, list each employer where you gained this experience. For each employer listed, describe your duties in the corresponding Work Experience section of your application and include examples of the curricula you developed for adult learners and how you applied adult learning and instructional design principles. Your responses will be used to determine whether you meet this additional requirement. If you do not have this experience, enter N/A.

09

Additional Requirement: Do you have professional experience developing, delivering, or managing virtual instructor-led training programs?

• Yes
• No

10

If you answered "Yes" to Question 9, list each employer where you gained this experience. For each employer listed, describe your duties in the corresponding Work Experience section of your application and include examples of your experience developing, delivering, or managing virtual instructor-led training programs. Your responses will be used to determine whether you meet this additional requirement. If you do not have this experience, enter N/A.

11

Do you have professional experience administering or managing training content within a learning management system (LMS)?

• Yes
• No

12

If you answered "Yes" to Question 11, list each employer where you gained this experience. For each employer listed, describe your duties in the corresponding Work Experience section of your application and include examples of administering or managing training content within a learning management system (LMS). Your responses will be used to determine whether you meet this additional requirement. If you do not have this experience, enter N/A.

13

Additional Requirement: Do you have professional experience developing, managing, or providing oversight of knowledge management, content governance, or a comparable content-management function?

• Yes
• No

14

If you answered "Yes" to Question 13, list each employer where you gained this experience. For each employer listed, describe your duties in the corresponding Work Experience section of your application and include examples of developing, managing, or providing oversight of knowledge management, content governance, or a comparable content-management function. Your responses will be used to determine whether you meet this additional requirement. If you do not have this experience, enter N/A.

15

Additional Requirement: Do you currently reside in or are you willing to relocate to Pennsylvania for the duration of your employment?

• I reside in Pennsylvania
• I am willing to relocate to Pennsylvania.
• I do not reside in Pennsylvania, and I am not willing to relocate.

16

Additional Requirement: Can you attest that you are able to perform the essential functions of the job with or without reasonable accommodation(s)?

• Yes
• No

17

Preferred Qualification: Select all of the following preferred qualifications that apply to you. These qualifications are not required to meet the minimum requirements for this position. If you select any of the qualifications below, we encourage you to describe the related experience in the Work Experience section of your application. Providing complete and detailed information will help us fully evaluate your qualifications.

• I have experience developing or managing training programs for a remote, high-volume operational workforce, such as contact center, healthcare, insurance, financial services, or government operations.
• I have experience developing or overseeing asynchronous, self-paced, or eLearning content.
• I have experience managing or governing core program content used across multiple consumer-facing channels, such as contact centers, websites, training programs, or self-service tools.
• I have experience with Affordable Care Act (ACA) federal or state-based exchanges and/or Medicaid programs.

Required Question

Agency Information

Employer

Commonwealth of Pennsylvania

Address

613 North Street

Harrisburg, Pennsylvania, 17120

Website

http://www.employment.pa.gov

Five years professional experience in training/development or related field; bachelor's degree or equivalent; experience leading staff, developing curricula, managing virtual training and LMS; reside in or relocate to Pennsylvania; Commonwealth employee only.

Key Responsibilities

• leading training programs
• managing knowledge content
• developing staff

Skills & Tools

Articulate, LMS, Microsoft Forms, Microsoft Teams, Microsoft Office

Job Details

• Category: Human Resources
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — Pennsylvania or Harrisburg
• Salary: USD 110,005 – 140,636 / year
• Languages: English

Benefits

• Generous paid time off
• Retirement plan
• Generous parental leave

About Commonwealth of Pennsylvania

A state government agency overseeing insurance and providing public services. — Industry: Government Agencies and Departments